Customers’ Terms and Conditions

www.comparethemanandvan.co.uk is a site operated by Compare the Man and Van Limited. We are a limited company registered in England and Wales under company number  10047579 and have our registered offices at Unit 103, 92 Oldfields Road, Sutton, Surrey SM1 2NU.

Compare the Man and Van offers customers the opportunity to view free quotations  from man and van/removal service providers across the United Kingdom.

Customers wishing to use Compare the Man and Van’s service acknowledge having read and agreed to the following Terms and Conditions.  If you do not agree with these Terms and Conditions, please do not proceed to use the site.

Nothing in these Terms and Conditions shall limit or exclude our liability to you for death or personal injury caused by our negligence or fraudulent misrepresentation any other liability that may not, under English law, be limited or excluded.  Subject to this, in no event shall we be liable to you for any business losses, damages or injuries sustained during any removal related task, any liability we do have for losses you suffer is strictly limited to losses that were reasonably foreseeable.

Please be aware that individual service providers on the platform may be subject to their own Terms & Conditions in relation to the requirements of their insurers.  These Terms & Conditions are available upon request.

1. Using the Website

1.1 Use of and access to our website is allowed on a temporary basis only.  We will not be liable if for any reason the site is unavailable for any period of time.  We also reserve the right to amend or withdraw the service we provide on our entire site, or any part of it, without prior notice.

1.2 Customers must be at least 18 years of age to use Compare the Man and Van and must provide up-to-date, valid and complete contact information with a valid email address.

1.3 Please be aware that you are responsible for making all arrangements required for you to access the website and you are also responsible for ensuring that all persons accessing the website via your internet connection are aware of and comply with these terms and conditions.

1.4 You may use the website only for lawful purposes and not in any way that is fraudulent, unlawful or that breaches any relevant law or regulation, whether local, national or international.

1.5 You must not knowingly transmit any data or material that contains viruses or any other harmful programs designed to adversely affect the operation of any computer software or hardware.

1.6 You must not duplicate, copy or resell any part of our website in direct contravention of these Terms and Conditions.

1.7 We retain the right to determine whether there has been a breach of our Terms and Conditions through your use of our website and when a breach has occurred we may take any action we deem to be appropriate.

1.8 We may revise these Terms and Conditions at any time by amending this page.  Please, therefore, check this page from time-to-time to take notice of any changes as they are binding upon you when they are made.  Some of the provisions contained in these Terms and Conditions may also be superseded by notices or provisions published elsewhere on our site.

1.9 If you have any concerns about material that appears on our website, please contact us at info@comparethemanandvan.co.uk.

2. Updates to our Site

We update our website constantly, however, in the event that any of the material on our site is out of date, we are under no obligation to update such material. We may temporarily suspend access to our website, or close it indefinitely, in order to make any necessary updates.

3. Intellectual Property Rights

3.1 We are the owner or the licensee of all intellectual property rights in our website and in the material published on it.  Copyright laws are in force and all such rights are reserved.

3.2 You must not use any part of any material on our website for commercial purposes without obtaining a license to do so from us.

3.3 You may print off one copy and may download extracts of any pages from our site for your personal reference but you must not modify the paper or digital copies you have printed off or downloaded in any way.

3.4 You shall not acquire or use the words “Compare the Man and Van” or any variant that includes the words “Compare the Man and Van” as a trademark or any related intellectual property.

4. Jurisdiction

4. 1 The jurisdiction of the English courts shall apply in exclusivity over any claim arising from, or related to, a visit to our website.  We also retain the right to bring proceedings against you for breach of these Terms and Conditions in your country of residence or any other relevant country.

4. 2 These Terms and Conditions and any dispute or claim arising out of, or in connection with them, shall be governed by and construed with the law of England and Wales

5. Call Recording

Occasionally calls may be recorded for training purposes and we reserve the right to use these records in the unfortunate event that a dispute arises.

6. What We Do

6.1 We aim to provide a pier-to-pier sharing platform where you (“the customer”) and businesses which provide transport services (“service providers”) can find each other.  Compare the Man and Van does not provide any transport services whatsoever.

6.2 It is up to you to select the transport supplier on the basis of the service you require.

6.3 Please note that with regard to any transaction made between you and your chosen service provider, the resulting legal contract is between you both and not between you and Compare the Man and Van.

7. Feedback

7.1 For each transaction you can, if you wish, rate your service provider by leaving Feedback on our site.  

7.2 You are not permitted to threaten your service provider with negative feedback in order to obtain goods or services not included in the initial quote for the job.

7.3 In the event of negative feedback being left for a service provider, Compare the Man and Van reserve the right to investigate the circumstances surrounding such feedback, and modify or not publish the feedback if it is deemed to be unfounded negative feedback.  This will be done without your prior consent.

8. Fees

8.1 Our site is a free site for customers.  A deposit is paid when a service provider is booked by the customer by credit or debit card or via Paypal.  The balance is then paid to the service provider in cash at the conclusion of the job. Alternatively, the entire cost of the job can be paid at the outset with nothing being left due to the driver on completion of the job.

8.2 Customers are responsible for payment of additional monies if a booking exceeds the time booked for.  The driver's half hourly rate for additional time is displayed on the Quotes Page under the main quotes, and is also specified on the email confirmation you receive on booking. The driver will make you aware when your booking is about to exceed the time booked for and at that point, if you confirm that you wish the driver to continue and complete the booking, any additional monies for extra time should be paid in cash to the driver at the completion of the job.

8.3 Customers are responsible for payment of additional monies if they omit a relevant stair charge from their booking and subsequently require the driver to carry goods up/down stairs.  The stair charge is clearly visible on the Quote Form and you are required to make a selection in this regard before being able to proceed with the booking.

8.4 Service providers are responsible for the collection of monies owed at the conclusion of a job and also payment of all VAT associated with the provision of services to the customer.

9. Cancellations

If you cancel your booking more than 7 working days (Mon to Fri) prior to your pick-up time we will refund any card payments in full. Cancellations made less than 7 working days (Mon to Fri) before the pick-up time will be charged a 35% cancellation fee.

If you cancel your booking within 24 hours of the booking due to start you will not be refunded any monies that have been paid, any monies will be used as a cancellation fee for the driver because they will not have been able to receive any other confirmed booking for the time you had reserved them.

If you choose to freeze (postpone) your booking, and subsequently ask to cancel it at a later date, please be aware that it will be cancelled as per the original booking and date.

If your booking is unable to go ahead due to van size issues or other unforeseen problems which are outside of the driver's control, you will be charged a 35% cancellation fee for the driver.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not applicable to service Contracts which provide for the transport of goods on a specific date or period for performance.

10. Driver Insurance- All insurance claims are subject to a £250 Excess.

There are three insurance levels CMV drivers are required to hold in order to operate on our system which are clearly displayed on the prices page of our website and should be read before confirming a booking.  These are also outlined below:

10.1 Compare the Man and Van Bronze level drivers come with a full and valid UK driving license and motor insurance but do not come with goods in transit or public liability insurance cover.  In the event of any damage to your items, property or injury to any persons, Compare the Man and Van and the relevant service provider accept no liability for any damage or injuries sustained during the removal related task.  If you need assistance in this regard, please contact our Compare the Man and Van Customer Support Team via email at hello@comparethemanandvan.co.uk

10.2 Compare the Man and Van Silver level drivers come with a full and valid UK driving license, goods in transit cover and motor insurance but do not come with public liability insurance cover, so in the event of injury to any persons, Compare the Man and Van and the relevant service provider accept no liability for any injury sustained during the removal related task. In the event of any damage or injury to your items, property or persons during the removal related task you should initally contact the driver who will advise on how to proceed.  Please be aware that Goods in Transit insurance covers property only for damage whilst in transit in the van.  However, in a case of damage caused by alleged driver negligence, if the claim is upheld, Compare the Man and Van undertake to pay any compensation awarded on behalf of the driver. If you need assistance in this regard, please contact our Compare the Man and Van Customer Support Team via email at hello@comparethemanandvan.co.uk.

10.3 Compare the Man and Van Gold level drivers come with a full and valid UK driving license, goods in transit, public liability and motor insurance cover, so in the event of any damage or injury to your items, property or persons during the removal related task you should initially contact the driver who will advise on how to proceed.  Please be aware that Goods in Transit insurance covers property only for damage whilst in transit in the van.  In a case of damage caused by alleged driver negligence, if the claim is upheld, Compare the Man and Van undertake to pay any compensation awarded on behalf of the driver.  If you need assistance in this regard, please contact our Compare the Man and Van Customer Support Team via email at hello@comparethemanandvan.co.uk.

11. Goods in Transit Insurance

Service providers’ goods in transit insurances are insured up to a minimum of £10.000.

12. Your Responsibilities

Information and other materials posted on our website are not intended to amount to advice upon which reliance should be placed. We disclaim all liability and responsibility arising from any reliance placed on such materials by any user of our website.

12.1 Van Sizes

It is entirely the customer’s responsibility to choose the correct size vehicle. Our Customer Services Team can give you all the relevant measurements to help you make the right choice or you can view our Size Guide.

12.2 Parking

It is the customer’s responsibility to reserve parking. If there is no pre-arranged parking and the service provider receives a parking ticket whilst parked in a position directed by the customer,  it will be the customer’s responsibility to pay the penalty amount at the end of the job.

12.3 Packing

It is the customer’s responsibility to pack everything properly (unless packing services are requested).  Compare the Man and Van does not accept responsibility for damage or breakage caused by poor packing.

12.4 Fridge freezers

It is the customer's responsibility to ensure that all fridge freezers are fully defrosted (Compare the Man and Van and its service providers are not liable for their contents) and all other appliances must be completely dry with no residual fluid.

12.5  Washing Machines/Dishwasher

It is the customer's responsibility to unplumb washing machines/dishwashers prior to our arrival.  Service providers on the        website are man and van services, and not plumbers.  Although they may be prepared to uninstall a washing machine or      dishwasher, or reinstall a washing machine or dishwasher at your specific request, they take no responsibility for this. This      is done as a goodwill gesture only and is not a service we offer.

12.6 Dismantling of Furniture etc

It is the customer’s responsibility to dismantle items before our arrival.  This is to include any unit, system, furniture or beds, unless this service has been requested in the brief description box which can be found under the vehicle images on the My Move page.  Our drivers all carry basic tools but any specialist tools required for the disassembly/reassembly of furniture should be provided by the customer.

12.7 Access to the new Property

It is the customer’s responsibility to make sure that all items are able to be moved into the new property (for example, wardrobe, bed, sofa etc). We are not insured for removing any windows or making new entrances to the property.

12.8 Customer Delays

If any delay is caused by the customer (e.g. everything is not packed, waiting for keys, incorrect address, etc) our service providers reserve the right to add an extra cost to the final bill.

12.9 Changes to the Collection Time

If the customer wants to change the pick-up time to a confirmed booking  we cannot guarantee availability so please contact the service provider directly.  The service provider’s contact details can be found on the confirmation email.

12.10 Customer Conduct

No abuse will be tolerated. If the driver is forced to terminate a job because of abuse from a customer, the customer will still be charged in full.

12.11  Recycling Centre

If you require the driver to attend your local recycling centre, it is your responsbility to check with the centre you intend to use that a waste disposal licence is not required.  In general, our drivers will not carry these.  Also, please check if there will be an additional fee for the van entering and using the centre's facilities, as you will be responsible for this charge.

12.12  Travelling in the Van

Customers are able to travel in the van with the driver.  Spare seats are based on your van size selection and the number of helpers you have requested.  The number of seats available will be confirmed on the Quote Form prior to booking.  You are not charged extra to travel in the van and this service is offered as a courtesy by the service provider.  For this reason, no refund will be made for complaints in relation to the service provider's driving ability, nor the manner of his driving.  In addition, if a service provider feels that a customer has been in any way rude or abusive to him, he is not compelled to carry that passenger in his van.  In no way does travelling in the van constitute a private hire and the cab of the van does not constitute a public area.  Therefore please be aware that no smoking rules do not apply.

12.13  Ferry Costs

All quotes provided on the website are exclusive of ferry costs (if applicable).  Any such costs will need to be sourced by the customer and remain the responsibilty of the customer.  The customer is also responsible for the ferry cost of the van's return journey.

13. Links on our Website

Our website contains links to other websites and resources provided by third parties.  These links are provided for your information only and we have no control over the contents of those sites or resources.  We therefore accept no responsibility for those sites or resources or for any loss or damage that may arise from your use of them.

14. No Agency

Nothing contained herein shall create, or deemed to create, any agency, joint venture or partnership relationship between Compare the Man and Van Limited and you whatsoever and you should not hold yourselves out as implying any such relationship with us.

15. Privacy

15.1 Your privacy is very important to us and we will only distribute your personal details to trusted driver members and third party companies. Any details we hold for you are held on an encrypted server and will be deleted after 6 months.

15.2 By using our website you warrant that all information provided by you is up-to-date and accurate.

16. Disputes

Any disputes with regards to any man and van removal related jobs or tasks, should be raised with Compare the Man and Van so we can investigate fully. By using our website and booking platform you agree to release Compare the Man and Van Limited from all claims of every nature, known or unknown, and we will not be connected in any way with such dispute.

17. Confirmed Bookings

Confirmed bookings from Compare the Man and Van are exclusive of VAT.

18. Backload (Flexible) Bookings

18.1.  When a customer books a driver's best/discounted price via Compare the Man and Van's Backload Search facility, the customer confirms that the collection time for their move is flexible.  This allows for the unlikely event of the driver's first booking (which brings him to your collection postal area),  being either cancelled or frozen.

18.2  In the event of your driver's first booking being cancelled or frozen, Compare the Man and Van undertake to contact our fleet of drivers to see how quickly another driver can attend your booking for the same price.

18.3   In the event Compare the Man and Van cannot recover your booking for the discounted price, or reschedule your booking for a future date, we will cancel your booking and fully refund you without delay.

18.4   In the event your driver is delayed to your collection address, our standard refund policy for lateness will not apply.  'Backload' bookings are offered at a discounted price on the understanding that your move is flexible, and in the knowledge that there is the possibility of the driver's first/initial booking being delayed.

19. Non-Payment

19.1 We reserve the right to impose immediate temporary or permanent withdrawal of your right to use our website.

19.2 We reserve the right, upon non-payment to a service provider, to register your details with various blacklists and credit reference agencies.

19.3 We also reserve the right to disclose any information to law enforcement authorities as we deem appropriate.

19.4 We do not accept Paypal chargebacks and in the event of such, will pursue legal enforcement to reclaim our fee.

19.5 We do not store credit/debit card details as standard, however, we reserve the right to recharge a debit/credit card in the event of non-payment.

20. Self Loading

If the customer chooses a self-loading service, they are solely liable for any damage to their items. The man and van/removal service will not have any involvement in the loading and unloading of items. Insurances will only cover your items in the event of a road traffic accident.

21. Equipment

All of our man and van drivers and removal companies carry trolleys, straps and blankets but you can add any additional requirements in the brief description box which can be found under the vehicle images on the My Move page.

22. Minimum Charge

22.1  There is a 2 hour minimum charge on all bookings. After the first 2 hours, our service providers charge every half hour thereafter at their respective half hourly rate (service providers’ half hourly charges are displayed on the Quotes Page under the main quotes).

22.2  No time will be refunded under any circumstances for any hours booked irrespective of how many hours have been used.       When booking a driver, you automatically block out his calendar for the period of time you book for and he is unable to take on any further bookings for that time period.  He will therefore expect to receive full payment for that booked time.

22.3  There is no refund for via stops not used.  When booking a driver, you automatically block out his calendar for the period of time you book for and he is unable to take on any further bookings for that time period.  He will therefore expect to receive full   payment for that booked time.

22.4  If you need to change the date & time of your booking and the driver is unavailable for the updated time, Compare the Man and Van will always try to reallocate you a new service provider for the same price.

22.5  In the rare event Compare the Man and Van cannot reallocate you with a new driver, we will provide you with an updated quote from a driver who is available for the new time.

22.6  In order to to be fully refunded for your first booking, you will need to book the new updated quote.

22.7  Failure to re-book will mean your deposit amount is non refundable.  This will be used towards a cancellation fee for the     driver who will have been unable to receive bookings for the time he was reserved by you, and administration time spent trying to recover the booking.

2.8  Any remaining balances that have been paid when booking will be refunded without delay.

23. Congestion Charge/T Zone

23.1   If you are traveling within the congestion charge zone on a weekday (Mon to Fri) between 07.00am and 18.00pm this will add £11.50 to the total of your move.  This charge will need to be paid to the service provider in cash at the conclusion of the job.

23.2    If your booking starts or finishes in the congestion zone on a weekday (national holidays excluded) between 07:00am - 18:00pm and the service provider's vehicle registration is older than 2005, the driver is responsible for payment of the £10.00 T - Charge fee. 

24. Delays

All of our service providers do their very best to be on time, but there may be delays caused by circumstances out of our control (for example, weather, traffic, etc). We do not accept responsibility for any customer losses due to out of our control pick-up/delivery delays. A copy of our refund policy is attached as a pdf document to your confirmation email.   In the event of delay, you will be contacted prior to your pick up time by the man and van driver or removal service and kept up to date with an estimated time of arrival.

25. If Compare the Man and Van does Not Accept your Booking Request.

If Compare the Man and Van is unable to find a service provider who will undertake the service, or such service provider decides not to accept your booking, you will be notified as soon as possible in writing or by telephone. Compare the Man and Van will use its reasonable endeavors to try and find another service provider to undertake the service on your behalf. Accepting your booking request is at Compare the Man and Van’s and / or its service provider’s discretion.

26. Non-Attendance

In the highly unlikely event the man and van driver or removal company does not arrive at your pick up address as arranged, please contact our Customer Support Team immediately at hello@comparethemanandvan.co.uk.

27. Payment

All payments made to service providers must be made in cash or by pre-arranged credit or debit card. Any other kind of payment must be agreed with Compare the Man and Van and made at least 5 days before moving day.

28. Losses/Damage

28.1   We do not accept responsibility for damaged or lost property once the job is complete and payment is made.

28.2   In the unlikely event of any damage to your items, we have strict conditions placed on us by our insurance company.  All damage or loss must be reported within 24 hours of the completion of your booking.

28.3   It is essential that you have original dated photos of the item(s) concerned. Please note that any damage claims made after the 24 hour period expires will not be considered.

28.4   Any estimates in relation to replacement/repair of damaged goods or property must be provided within 28 days of the move date. Estimates provided beyond this time cannot be considered.

28.5  Please note that without photographic evidence that goods were undamaged prior to your move, we are unable to compensate for scratched furniture or flooring. (This is due to the difficulty in assigning liability for such damage in the absence of definitive proof). 

28.6  No complaint will be considered if the booking has not been paid in full.

28.7   Ikea/Argos Like products

Please note that Compare the Man and Van and its drivers will not take any responsibility for any damage or breakages involving any Ikea or Argos products of any type. This is due to the poor standard of construction and the one-off build design of their products.  (If you are unsure if the type of product is covered please email customer services Info@comparethemanandvan.co.uk)

28.8   Damage to Televisions

Please note that Compare the Man and Van and its drivers will not take any responsibility for any internal damage to a television without clear evidence of external damage to the television.  This will include but is not exclusive to:

          *  backlight 'bleeding';

          *  colour banding or bleeding;

          *  clouding of the screen; or

          *  pixel damage. 

Due to the sensitive nature of televisions, without clear evidence of external damage, it is impossible to prove who caused any internal damage.

29. Promotional Discount

Please note not all service providers opt into offering customers the promotional discount on the website.  Some service providers opt out of offering the promotional discount as their prices are already heavily discounted because they do not have any advertising or re-marketing costs for the confirmed bookings they receive from the Compare the Man and Van booking platform.

30.  Money Back Guarantee

We will send out service providers equipped for the booking based on the information you have provided to us. We will be unable to refund in the instance that inaccurate information has been provided preventing us from being able to fulfill your move.

31. International Moves

On international moves payment must be made before the van is unloaded at the destination and there are no exemptions from this rule. We reserve the right to levy any extra charges or withhold delivery of goods until full payment plus any extra charges are settled in full.

32. Logos

All service providers select their own logo when registering with Compare the Man and Van. Compare the Man and Van accept no liability for losses suffered due service providers displaying a logo which is not exclusive to them.  Please contact Compare the Man and Van and we will remove the logo.

33. Adherence to terms

The customer agrees that within English law no complaints or testimonials on any platform maybe left against either the company or service provider if the complaint is clearly covered within our Terms and Conditions. The customer also agrees that should a complaint or claim be made that they allow good time for the company or service provider to answer the complaint or claim.

The customer agrees that should Compare the Man and Van be unable to ascertain the truth behind a matter that the customer agrees to any moderation that the companies deems necessary to settle the claim.

In the event of a negative third party review being left, we reserve the right to answer that review on any social media channel we deem fit.

34. Complaints procedure

Compare the Man and Van operate a fair and robust complaints procedure and will do everything in our power to resolve any complaint. By comfirming a booking with us the customer agrees that no outside negative third party feedback will be left against Compare the Man and Van until a period of 14 days has elapsed since the complaint was first brought to our attention in writing via email.

Compare the Man and Van is a comparison platform designed to connect customers to service providers, and as such any contract that exists, does so between the customer and the service provider.  However, in the event of a dispute which the customer and service provider are not able to settle amicably between themselves,  we will act as mediators in an attempt to resolve said dispute. 

Any offer of mediation expires 28 days from the move date if not taken up within this period.   

No complaint will be considered if raised more than 28 days from the date of the booking.                                                                         

Complaint Mediation Telephone Appointments

We can offer a one hour mediation telephone appointment in the event of an unresolved complaint between a customer and service provider where the parties are unable to resolve matters directly.

If you want to be contacted on a different number to the one you provided in your booking, please provide this to the Complaints Team prior to the mediation appointment.

Please read the following statements:

  1. For mediation to be successful there needs to be some flexibility from all parties and a willingness to listen and consider each other’s positions.  Can you agree to this? 
  2. I can confirm that I have enough information about the complaint to allow me to enter into negotiations.
  3. I can confirm that I am available for the entire time slot on the agreed mediation date.

Mediation is only available to you if you can answer YES to all 3 statements above.  If you answer NO to any of the statements, mediation is not suitable for your case.

How is Mediation Carried out?

You will be contacted by a mediator who is trained to help people settle their disputes.  The mediator acts as a ‘go between’ to help both parties try to find a resolution.  They do not make decisions, offer legal advice or adjudicate the dispute.  The mediators therefore do not need to see any supporting evidence prior to mediation.

Mediation is done via telephone but it is not a conference call.  The mediator will speak to one party, discuss the case and how they are willing to resolve the matter, then hang up, call the other party and do the same.  The mediator will continue to go back and forth between the parties for the hour long session.

If no agreement is made after 1 hour, the mediator will end the session.

You must enter into mediation in good faith and with the intent to reach an agreement.  If you attend with no intention of negotiating or compromising, the mediator will terminate the session.  You must be prepared and willing to put your points forward and to listen to the points raised by the other party.

Your mediation appointment is limited to 1 hour once it has commenced.  You must be free and by the phone for the total time allocated for the appointment so the mediator can contact you.

Everything you mention at mediation is confidential.  The mediator will only pass information to the other party with your authorization.  You cannot record the mediation session. 

You must be available at the start time of your appointment.  If you do not answer the phone or respond to any messages left by the mediator within 10 minutes, the mediator will cancel the appointment.

The mediator speaks to both parties separately.  You may not be the first person contacted so please be aware that there may be a delay before the mediator calls you.  If you have not received a call within 15 minutes of your appointment start time, please call us on 020 3621 9481.

 

 

Updated 16 November 2017

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